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Customer Success Manager/Field Engineer - Rundeck

PagerDuty

Job description

Together we’re building a company that will endure and products people will love for generations to come.

We believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture.

Whether it’s conducting a retrospective, participating in our bi-annual hack weeks, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.

We’re building an inclusive workplace that represents the real, everyday people we support around the world. From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.

About Rundeck:


Rundeck is transforming the way Operations runs at organizations of all sizes across every industry. Operations teams to run more efficiently, scale faster, and maintain security using Runbook Automation with Rundeck. Rundeck modernizes Operations by allowing a broader number of people — even those outside of traditional Operations boundaries— to have secure and safe self-service access to Operations tasks. Customers report significant reductions in interruptions, faster incident response times, and improved visibility into Ops activities. 

Mission of the Position:


As a Customer Success Manager/Field Engineer at Rundeck, you will work in a high-performance team environment to drive business value and successful Rundeck implementations.  You will provide critical technical expertise and drive initiatives across Installation, configuration, operation, and development; specifically in the context of Rundeck’s key use cases (incident management, provisioning, and ETL processes) and executive audiences. This is a unique and important role in our team, working across both Services and Customer Success in terms of training, educating, and enabling our growing customer base.

Responsibilities:


  • Communicate with customers to determine needs and address technical questions.
  • Explain common integration points and how to take advantage of them.
  • Work closely with key client executive decision-makers on custom demos, product evaluations, and proof of concepts to ensure the solutions/products meets client objectives.
  • Ensure continuity for the transition from Rundeck prospect to Rundeck customers.
  • Deliver post-sales implementation services, support, and training.
  • Process feedback from customers and share insights with Rundeck team to improve product and processes.
  • Provide continuing education through online webinars for open source and paid customers.
  • Collaborate with other team members and stakeholders.
  • Establish and maintain a deep understanding of the overall Rundeck technology portfolio and the competitive landscape.
  • Provide expert guidance on Development Operations (DevOps) concepts with strong skill sets in infrastructure architecture, cloud, IT operations, security, and development technologies and processes

Requirements:


  • Hands-on experience with Rundeck.
  • Measurable competency with application servers, scripting, and network infrastructure.
  • Understanding of agile development processes and how organizations adopt and implement those processes. 
  • Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms.
  • Experience with implementing software products or solutions to large and dynamic enterprise companies.
  • Ability to write clear user documentation.
  • Ability to work well in a highly dynamic/team environment that focuses on providing above industry standard presales and customer service experience.
  • Ability to write clear and concise code is a plus.
  • Java background highly desirable.
  • System Administration or Operations experience with a range of operating systems a plus (unix, windows, macos)

Related Technologies:


  • Experience with Ansible, Jenkins and/or other CI/DevOps tool sets.
  • Experience with container technologies, such as Docker, Kubernetes Experience with either public cloud computing providers (e.g. AWS, GCP, Azure) or private cloud providers (e.g. GCP, OpenShift, Pivotal). 
  • Experience with enterprise Linux environments (RHEL or Ubuntu specifically).
  • Automated Build and release technologies (CI)Web technologies and frameworks such as Rails, Nodejs, Grails.
  • Experience with Grails or Spring framework is a plus.
  • Ability to design, develop and release a new project from scratch is a plus.
  • Gradle experience is a plus.
  • System-level scripting is a plus.

Education and Experience:


  • At least 3 years of customer success/operations/consulting/services experience on Fortune 1000 accounts, including DevOps, Software & Infrastructure Vendors.
  • B.S. degree in an engineering or similar program

PagerDuty offers:


  • Competitive salaries and company equity
  • Comprehensive benefits package including: medical, dental, and vision plans for you, your spouse and family
  • 401K with 1% match
  • Pre-tax commuter benefits, FSA, cell phone allowance and more!
  • Generous parental leave
  • Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to 12 paid holidays and ample sick leave
  • Paid employee Volunteer Time - 20 hours per year
  • Bi-annual company wide hack weeks
  • Opportunities to get involved in PagerDuty's Employee Resource Groups (ERGs) and other diversity initiatives. ERGs are self-organized, employee-run communities focused on advancing a sense of belonging and inclusion for all - members, advocates, and allies.

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. 

PagerDuty is for people. Meaning, we extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.  Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.

Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with local requirements.

PagerDuty uses the E-Verify employment verification program.

To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes.

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Primary industry
Company size

501-1,000

Founded in

2009

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About the company

In an always-on world, teams trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. PagerDuty is the central nervous system for a company’s digital operations...
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